{
  "state": {
    "ticket": "Payment page returns a 500 error for every card payment since 09:00."
  },
  "questions": {
    "severity": {
      "type": "choice",
      "instructions": "How severe is this ticket?",
      "criteria": {
        "low": "Cosmetic or minor, no customer impact",
        "medium": "Some customers affected, workaround exists",
        "high": "Many customers affected, no workaround"
      }
    },
    "escalate": {
      "type": "noul",
      "instructions": "Should this ticket be escalated to the on-call engineer?"
    },
    "urgency": {
      "type": "score",
      "instructions": "Rate the urgency from 0 to 3.",
      "criteria": [
        "Can wait a week",
        "Handle this week",
        "Handle today",
        "Handle immediately"
      ]
    }
  }
}